Service Standards

At UCL Library Services, we’re committed to providing high-quality customer service delivered in partnership with you. Service standards are one of the ways we measure our performance regularly, to make sure we maintain excellent levels of customer service.

Opening Hours

Target: 100%

Enquiry Response Times

Targets: Chat: 90%; Ticket resolution satisfaction: 90%

In June 2025, we answered 93% of chats within 30 seconds, and 98% of customers who responded rated the resolution of their ticket as ‘good’ or ‘excellent’.

Training and Teaching Satisfaction Rates

Target: 90%

Throughout the spring 2024/2025 term, 95% of the feedback we received in our live training and teaching sessions, and 95% of the feedback we received in our self-paced online sessions, indicated a rating of 4 or 5 stars.

Student Survey Scores

Target for all: 90%

For the 2024 NSS Survey the positivity score for Question 20: How well have the library resources (e.g. books, online services and learning spaces) supported your learning?) is 91.7% (down 0.4% from last year) - this is highest positivity score for all NSS questions at UCL for this iteration of the survey and an excellent endorsement of the service and support libraries provide for undergraduate students.
For the 2023 PRES survey, 85.7% of respondents agreed that *'There is appropriate access to physical library resources and facilities',* and 92.9% of respondents agreed that *'There is appropriate access to online library resources'.*

Our recent results

Service standard performance by month
Standard	June 2025	May 2025	April 2025	March 2025	February 2025	January 2025
Opening hours (target: 100%)	100%	100%	100%	100%	100%	100%
Chat response time (target: 90%)	93%	92%	92%	92%	94%	97%
Ticket resolution satisfaction (target: 90%)	98%	97%	97%	95%	97%	97%

Training and teaching satisfaction rate by term
Standard	Spring 2024-25	Autumn 2024-25	Summer 2023-24
Training and Teaching Satisfaction Rates - Live Teaching and Training Sessions (target: 90%)	95%	95%	98%
Training and Teaching Satisfaction Rates - Self Paced Online Sessions (target: 90%)	95%	93%	89%

Survey scores by academic year
Survey	2023-24	2022-23
NSS Library Score (target: 90%)	91.7%	92.1%
PRES (Physical) Score (target: 90%)	N/A	85.7%
PRES (Online) Score (target: 90%)	N/A	92.9%